Customer operations manager

Customer Operations/Reservations manager

Required for this niche, fast going travel business based in South London. They are looking for an experienced operations/Reservations manager from the travel industry to be hands on as well as lead and grow a team of 5 people. The role is hybrid, 3 days in the office, salary 40/50k plus bonus and benefits

Customer operations/Reservations managers duties

• You will be managing a team of 5, which has plans to expand, who look after the client from first enquiry until they arrive home.
• The manager will look at workload, and where it comes from - by brand,by day, by the hour, by type of contact, and staff against the demand
• Build and run the rota,
• Set and publish service standards
• Work closely with the technology team to help drive new technologies and improve process
• Take personal ownership of escalations and complaints
• Handle supplier failures, itinerary changes etc
• Set individual targets, coach against them and hold people to them fairly and consistently

Customer operations/Reservations managers skills required

• Travel industry experience is a must as a reservations team leader/manager, customer service manager or operations manager
• Numerate and data driven
• Practical experience of rotas, scheduling and capacity planning
• Calim and credible when dealing with complaints
• Experience with 1-2-1s, coaching etc

Additional information

• Hybrid role, 3 days a week in a South London office
• 25 days holidays, pension and travel discounts